Dunelace Reviews 

Was supposed to be a Christmas gift (ordered in November) it is now the end of January with absolutely no updates even after attempting to reach out to the company. Very disappointing as we were very excited to try the product

My package got lost and customer support was not willing to help out with discovering where the carrier has left it or at least submit a question to the carrier to get the proof of delivery or start a missing claim.

I received as a present for Christmas. Real shame the quality wasn’t the same as the pictures. No contents sheet so wasn’t sure if all the parts were all there. The tutorial videos are poor quality often out of focus and only partly explain what to do. The studs are too big as they are made for a thicker material i.e leather. Real pity.

The materials are super thin and not like in the pictures at all. It looks and feels cheap, so not worth the price. The instruction videos are often out of focus and not well done in general. Quite a disappointment.

I didnt get all the pieces that was needed on the diy bag. The company tried to blame the customer for the problem and came up with all sorts of explanations. The missing piece was supposedly sent but never arrived. They tried to blame it on the neighbors, saying that one of the neighbors had taken the package, even though the missing part was never even sent. The customer was also given the original shipping code as the shipping code for the new package. The money was promised to be refunded but it has never been returned.otherwise poor quality material and untidy product.

Instruction video is awful, blurry, hands off screen so you can’t see. Plus my bag has too many holes in the front pocket on one piece which means I had to unpick and now don’t have enough thread. Dreadful.

Ordered 5 purses as gifts for several employees (we run an alterations shop) and ran into an issue of a missing piece in one of the kits.

The exact words via email were "I recommend checking with a specialized craft or hardware store where similar components might be available to complete the kit." Due to the item being out of stock.

When I checked the website, the exact same purse in the same color is still in stock and despite sending two follow ups asking when it will be back in stock, they finally answered to say "Unfortunately, we don't stock individual replacement pieces, so I'm unable to send the missing piece to complete your kit." You're just out of luck if they forget a piece to your bag.

It's a shame as they're nice kits we all enjoyed sewing them. If you can get all the pieces they're nice but if you're missing a piece, just too bad. I'd recommend finding another company like popsewing instead which has significantly better service and you won't have to cross your fingers and hope everything is okay and in tact.

I ordered 4 weeks ago and my order still has not arrived! The package has been lost by Evri for 10 days, but Dunelace will not chase it up, and refuses to refund me. I am out of pocket and need to frantically arrange alternative Christmas present! Would give 0 stars, do not buy from this company.

This company lie about delivery times after two weeks and not 5-7 days as advertised my bag had still not been delivered. I contacted them several times to request where my order was doing this through commenting on facebook adverts. They eventually replied telling me to email. I did and got no reply to the 5 emails I sent.
During this time the courier marked the parcel as delivered, yet when you look in the tracking history they were marking it delivered when it wasn't showing any progress through the rest of the delivery stages listed in their deliver report.
I eventually replied to an advertising email they sent me but all I get is a two word reply of "Hey" and "Regards" with a link to the courier websites delivery report.
I do not have my item!
I am £35 out of pocket!
I used the "Shop" independent app for buying online but there is no recourse on the app for requesting refunds.

Total joke of a company! Would not reccomend. Received damaged goods, was advised to just sew the bag and hope the problem resolved itself.

Loved the bag- but some items were missing/sent wrong and I have tried to contact Dunelace numerous times but no response.
Now I am left with a useless bag because I am missing the last items to actually finishing it. Really disappointed!

States quick delivery in the UK (5-7 days). I made an order three weeks ago, tracking info shows it’s coming from China. This isn’t the “French” brand I was buying into, feel ripped off.

I got the Cambridge bag that is faulty and has a part missing. They do not reply. At £40 i have been ripped off. Do not buy

This is not my first negative review of Duenlace. This all started back in May 2024 when a bag arrived, and my wife put it together, and it had a faulty rivet screw on the handle. I contacted customer services on at least three occasions before they promised to send me a replacement for the defective part. Then nothing. I have contacted them on many occasions since, over two dozen times at last count, and despite promises made by the company, a chap named Charles was my contact, nothing at all has arrived. This is a tiny faulty part for a handbag, but it WAS faulty and needed replacing. Charles contacted me in the summer and asked me to remove the one-star review of Dunelace with a promise of a voucher (this did arrive) and that the replacement was 'in the post' to me. I agreed. You won't be surprised to hear that I have had nothing since. I explained to Charles that I would contact the ombudsman who deals with online complaints, and I was told that the part was 'with the courier'. I won't be removing any of my reviews, as this company promise the world and deliver nothing. I will now be submitting a review to the ombudsman and sending them every e-mail contact I have had with Dunelace as proof that they just don't follow up on promises and the customer service is non existent. Avoid dealing with this company unless you want to risk having faulty goods and absolutely no chance of getting it rectified.

Sadly it never arrived.
Sent from China. Lost in the UK by Evri. Evri confirmed they have lost it. Dune just keep saying to refresh the tracking. Have sent them the email from Evri to show they have lost it. But again, check the tracking. No product. No support. No refund. So I’m out of pocket and some driver got an early Christmas present for their mum.
Sadly can’t recommend or endorse buying it. Don’t waste your time or money.

It is a waste of your money. They look good quality in the website but when it arrives it's cheap nasty plastic and the colour is significantly different than on the website.
They do not answear!
Disgusting lieing fraud.

The two handbag sewing kits were bent/creased on arrival without any padding packing material just in a thin plastic mailer bag. The synthetic material smell was overpowering. There were no sewing instructions on how to complete the bags. Dunelace did not reply to emails or Facebook messages requesting a return for refund of the £63 purchase price. Luckily I had paid via Paypal so I have now arranged a return for refund by opening a dispute. The return address has finally been provided but it is in France so it's costing me £11.40 to send back.

I had some issues with my order, and while they were eventually resolved, the process was not without its frustrations. Communication via Instagram is highly unprofessional and inconsistent, so if you encounter any problems, I strongly recommend contacting the company through email instead. It seems to yield better results.

That said, response times can still be slow, and there is definitely room for improvement in their customer service. I am, however, happy that my issue was resolved in the end.

I was disappointed that the bag had been cut into. And that every part that wasn’t the plain black was very shiny. Based on other reviews I won’t try to return it. I may try to replace parts by shopping at stores close by.

Ordered 3 bags and when they came one had poor stitching by the zipper which I can’t correct but I went ahead anyway. They give you a QR code to access the tutorial but when you go on it, there is no sound so you can’t hear what the person is instructing you to do so you can’t make the bag!! So I’ve ordered 3 bags and now have no instruction on how to make them. I’ve since done additional research and found out this has been a problem for a long time and the company says they are rectifying it but nothing has been done. What a waste of money.